Gorgias: AI, Helpdesk & Chat

Gorgias has helped us automate our customer support, to the point where Q4 customer support requires very little hands-on time for our team. We have been supported by Gorgias every step of the way, and it can do everything we have asked of it. When the AI makes mistakes, their team works through the issues with us, and we always get the problem sorted!

This platform worked very well. They assisted us in setting up the AI agent functionality which took several weeks but turned out fantastically. Then they changed something, likely they degraded the LLM to save money. Suddenly our agent went from solving 95% of issues to failing in 100% of the cases. For example, it forgot what kinds of products we sell and started recommending unrelated items that we don't carry. It stopped being able to follow the logic that the Gorgias team wrote and so could no longer edit or cancel orders. It started promising things to customers that we cannot do. I've been trying to get in touch with support for 2 weeks now with these issues. I've tried reaching out to the team who built the Agent for me, but they don't offer support. I've tried working with their L2 support but response times are well over 36 hours and the issue is complicated enough that asking and answering questions with days between responses is never going to adequately identify the problem. I tried their regular chat support and they told me the code was sloppy and should be deleted- but they wrote the code. I'm left with no choice but to disable the agent because it's frustrating my customers with irrelevant responses, or worse promising that we will do something that we simply can't. It's very disappointing to see Gorgias opt to not support their product and to cheapen the service to this point. The few months of functioning AI Agent definitely convinced me of the value of this kind of thing. I'd be willing to pay close to a regular full time salary. But the Gorgias system isn't the right one because it's not supported. I know I'm not the only one with this problem. During the period I've been trying to get support the Gorgias support team has had to remove their own chat widget because they are being overwhelmed with requests. This is likely due to the failure of their system.

Love Gorgias. I’ve been using it as our customer support solution for a couple of years now, and it’s been a game changer. The AI and automation features are incredibly helpful, and I regularly rely on the analytics and tagging to stay organized and understand trends. Highly recommend.

We wouldn't be able to handle our incoming customer service messages efficiently without Gorgias. It's a no-brainer. Customer support is such an important part of our business. We're a small team and the AI Agent feature helps us tremendously. Definitely recommend if you're looking to step your game up on customer support.

We use Gorgias for customer support, and the AI agent has been a huge help. In a recent case, the AI fully handled a missing-item inquiry, responded quickly, asked the right follow-up questions, and resolved the issue without needing human intervention. The customer left a 5-star satisfaction rating, which speaks for itself. It’s saved our team time while still delivering a great customer experience. Highly recommend for teams looking to scale support efficiently.

You are discriminating with someone with a disability

Use to love Gorgias until the now. They suddenly removed the ability to book a Google meeting . I am someone who struggles with extreme dyslexia and needed the Google meets. If they do not bring that ability back we will have to look elsewhere . have a question about billing plans and flows and got a blow off email...not good!!!!!

Gorgias has been a game-changer for our customer support. Their AI bot handles a big chunk of the routine questions instantly, so customers get faster answers and our team can focus on the more complex requests that actually need a human. It’s helped us cut down response times, stay more consistent, and save a ton of time day-to-day without sacrificing the quality of support. Highly recommend for any brand looking to scale customer service efficiently.

We have used Gorgias for years. Georgias has a lot of feautures and works well with Shopify, but recently costs have gotten out of hand. It is very expensive. Gorgias cost me $1,000 last month for less than 50 inquiries, which works out to about $14.50 per inquiry which is obscene. Support is non-existent even though I own the store I unable to get support. I am now evaluating other service due to horrendous cost and complete lack of support.

We’ve been using Gorgias since 2017. It used to be an amazing tool -affordable, reliable, and backed by great people. Unfortunately, over the last couple of years, things changed.

Prices went up disproportionately, our dedicated CSM was suddenly removed without notice, and support quality dropped drastically. When we finally decided to migrate to Re:amaze (which offered better pricing for the exact same features), Gorgias was anything but helpful during the transition.

After eight years of loyalty, it’s disappointing to say this - but I can’t recommend Gorgias anymore.

The Gorgias AI Agent has been a great extension of our CX team. It understands our policies, communicates clearly, and helps streamline returns, exchanges, and everyday questions. If you’re looking to scale support, this is a great solution.